Insights & Trends Archives - Page 5 of 5

eBook: The 2015 Customer Experience Outlook

Jan. 20, 2015 by Kerry Bodine

I’m thrilled to announce an exciting project with my partners at Doberman! We’re always looking for new ideas to inspire our work. So we recently reached out to some of our favorite customer experience authors, designers, and industry leaders to find out what they were thinking about at the beginning of 2015. The result is (Read More...)

Uber Sets Great Expectations For Halloween Surge Pricing

Oct. 31, 2014 by Kerry Bodine

The best part of Uber’s customer experience this Halloween isn’t the little candy corns and witches that have replaced the regular vehicle icons on the in-app map. (Though I have to admit, those are pretty damn cute.) It’s the way Uber has set expectations about the surge pricing that will inevitably force Halloween revelers to (Read More...)

3 Ways That Airbnb Fights Survey Fatigue

Oct. 21, 2014 by Kerry Bodine

The good news: companies of all shapes and sizes are implementing Voice of the Customer programs. The bad news: customers are being inundated with feedback surveys. Just this week, I’ve received survey requests from United Airlines, my veterinarian, my gym, and Airbnb. Airbnb’s was the only one I filled out. Here’s what Airbnb’s email invitation (Read More...)

Experiences That Matter: A Focus on Enjoyability

Aug. 14, 2014 by Kerry Bodine

Earlier this summer I flew from San Francisco to Tokyo with an upgrade from economy to business class. I was excited about my flat-bed seat and the nice snooze I’d be able to take as we crossed the Pacific. But I was even more excited about the opportunity to order the Japanese in-flight dinner, which (Read More...)

Experiences That Matter: A Focus on Easiness

July 25, 2014 by Kerry Bodine

In a recent post, I presented the first of three core pillars of great customer experiences: usefulness. In short, customers spend money because they’re trying to get something done — a job, a task, a goal — and companies must focus on providing that utility. But while being useful is essential, it’s not sufficient. In (Read More...)

Q&A About Brand, Marketing, & Customer Experience

July 16, 2014 by Kerry Bodine

Last week I did a webinar with the fine folks at the Society of Digital Agencies about the disconnect among brand, marketing, and customer experience (CX) that exists in many organizations. My advice to the attendees, who were (unsurprisingly) mostly from digital agencies, was to strive to connect the marketing promises that they create with (Read More...)

Experiences That Matter: A Focus on Usefulness

July 7, 2014 by Kerry Bodine

In 1995, the Pennsylvania Department of Transportation (DoT) commissioned a Penn State professor to understand how the state’s residents perceived the organization and to identify the drivers of residents’ satisfaction. The results were interesting, if not terribly surprising. It didn’t matter how friendly the state’s workers were or how easy it was to get in (Read More...)

Hands, Heads, & Hearts: Connecting With Pet Parents

May 13, 2014 by Kerry Bodine

I’m a pet parent. And like millions of others, I spend plenty of money on products and services to keep my cat happy and healthy. (Pet parents in the U.S. will spend north of $58 million on their furry friends in 2014 alone.) To earn — and keep — the business of pet parents, pet-related (Read More...)

The 3 Customer Body Parts Your Brand Must Touch

May 2, 2014 by Kerry Bodine

The following should not be news to you, but it’s sometimes easy to forget: Your customers aren’t just lines in a spreadsheet or records in your CRM system. They are people. And if you want to develop long-lasting relationships with these people, you need to connect with them. Specifically, you need to touch them at (Read More...)